Client Success Specialist, Commercial Risk-Middle Market

The Baldwin Group is an award-winning entrepreneur-led insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients throughout the U.S. and abroad. The firm is recognized for its industry expertise, differentiated culture, and holistic, tailored approach to insurance and risk management.

About the role

The Client Success Specialist independently manages and coordinates core policy renewal lifecycle processes, including renewals, exposure data management, compliance activities, and implementation. This role applies commercial insurance knowledge, professional judgment, and discretion to ensure complete, accurate, and timely outcomes for clients and internal colleagues. You will navigate complex service situations, coordinating across Client Relationship Managers (CRMs), clients, internal colleagues, and third-party partners to drive the "Peace of Mind" timeline and deliver a high-quality client experience.

This position involves primarily non-manual work related to the general business operations of the Company and its clients, with more than half of working time spent on duties requiring discretion and independent judgment on matters of significance, under only general supervision.

Responsibilities

• Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System.
• Independently lead process execution and cross-functional coordination for assigned clients.
• Oversee deliverables and ensure accurate and timely execution of all renewal activities, exercising judgment to anticipate issues, resolve conflicts, and deliver high-quality service.
• Identify discrepancies, determine root causes, and resolve issues directly or escalate appropriately.
• Support compliance-related activities (e.g., certificate of insurance issuance, policy documentation, regulatory notices) and ensure complete, accurate recordkeeping across systems, files, and client documentation.
• Partner with internal colleagues and third-party providers by coordinating with carriers, vendors, and internal teams to resolve escalated issues and communicate outcomes clearly to clients.
• Advise internal colleagues and third-party partners on complex situations by synthesizing insurance information, preparing client-ready documentation, and formulating recommendations.
• Prepare external communications such as renewal materials, coverage summaries, certificate instructions, claims updates, and policy administration messages.
• Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience.
• Partner with shared services partners and third-party vendors by applying process knowledge and expertise, identifying service risks during implementations and renewals.
• Support retention and growth of an assigned book of business by delivering accurate, timely policy administration and a high-quality client experience.
• Participate in renewal calls and/or client meetings, serving as a knowledgeable point of contact for clients and colleagues.

Requirements

• Bachelor’s degree in business, finance, insurance, or a related field preferred.
• 1-3+ years of commercial insurance experience in a brokerage, carrier, or other client service role.
• Must hold or obtain and maintain all required insurance licenses for the role and jurisdictions served (e.g., applicable Property & Casualty insurance licenses).
• Strong verbal and written communication skills; capable of preparing clear external communications.
• Proficiency in Microsoft Office, particularly Excel (e.g., use of formulas, lookups, pivot tables, data validation) and Word and PowerPoint for client-ready materials.
• Familiarity with commercial insurance processes and renewal workflows; continued skill development expected.
• Previous experience working with offshore teams or shared service centers is preferred.

Skills

• Process Knowledge: Comprehensive understanding of commercial insurance workflows and renewal processes, enabling independent judgment to evaluate and choose among alternative courses of action for accurate and timely client outcomes.
• Insurance Acumen: Technical knowledge of commercial insurance coverages, policy checking, and the submission process.
• Quality Assurance: Applies attention to detail with the ability to audit and refine technical documents for accuracy.
• Systems Agility: Proficiency in Agency Management Systems (e.g., Applied Epic), Microsoft Excel, AI-enabled tools, and digital workflow platforms.
• Process Management: Ability to manage workflows across different time zones and delivery models, organizing people, tasks, and activities effectively.
• Action Oriented: Takes on new challenges with urgency and high energy; steps up to handle tough issues.
• Peer Relationships: Builds partnerships and works collaboratively with others (both internal and external) to meet shared objectives.
• Client Focus: Builds client relationships and delivers client-centric solutions that exceed expectations.